My experience was also forwarded to the corporate office.
Does platinum level membership entitle you to remove a guest from his room simply because you want his particular guestroom? Does the guest relations staff have a policy that defaults to siding with the hotel, even when the hotel has clearly told a lie? Yet this is the experience that I endured today at Holiday Inn Express and after a call to the guest relations department. I have never been so upset at the way I was treated by a hotel.
My stay initially warranted a strong compliment for the young man that facilitated the check-in process. I arrived at this hotel at 4 am, as a result of a 3 hour drive to see my father in the hospital. Unfortunately he passed away before I could reach him, and we decided to pull off of the road and stay at Holiday Inn. The front desk clerk was extremely friendly and sympathetic to my dismay at having just lost my father. We checked in without a problem, and he put my husband and I in a double-bed room because all of the king beds were occupied. Since my husband and I would now be extending our stay to remain for my father's funeral, I returned to the front desk to notify the next clerk (Felicia) that I would be staying an additional 5 days. I decided to remain at this location, because other family members were going to be arriving in town for the funeral and we wanted to stay together. She took my credit card and authorized it for an additional 5 night stay. I left the property to run errands and an hour later she called me to tell me that her General Manager told her to call and inform me that one of the Platinum level members wanted my specific room and would it be ok if I was moved to the room next door. I asked her what was different about the room next door and she said it was identical to my current room. I asked her if the rooms were identical, then why couldn't she place the platinum member in the next door room. She stated that her manager told her that the platinum member asked for my specific room and that I would need to move, and there was nothing that she (or I) could do about it. She stated that the hotel would facilitate my move by going in the room and removing all of my personal belongings and moving it to the room next door. I told her that I would not authorize that and that I would be returning to the hotel. While driving back to the hotel, I called the customer care number and spoke with someone from Guest Relations. I told her the scenario and she put me on hold for several minutes while she called the hotel. When she returned on the line, she stated that the front desk agent said that she had confused herself and there was no issue with the platinum member, but that the room needed to be serviced. I told the guest relations agent that I found that excuse extremely hard to believe because the front desk agent was neither confused nor wavered in her explanation to me. She was very direct about the situation and stated that this particular platinum member always stays in my room and was entitled to have it. In addition, I explained that my husband and I experienced no service issues and did not place a service call for maintenance. There was no need or explanation for the hotel to randomly kick us out of the room for maintenance. The guest relations agent said there was nothing she could do but offer me a discount rate. I left your property and booked the remainder of my stay at a different hotel. Please understand that this experience was EXTREMELY stressful, especially in the midst of the unexpected funeral arrangements that I needed to make for my father. I called my mother to encourage her to cancel her reservation for the additional family members if your hotel is going to treat our family in this manner. Unfortunately we had already made arrangements for the transportation to pick us up from your hotel to take us to the funeral home, and to return us to the property to have the funeral reception in the conference room of the sister hotel next door. Cancelling such arrangements at the last minute would cause the additional stress of new financial arrangements and coordination, but please believe we are extremely outraged at this treatment. I will add that during the evening, it was confirmed that someone was occupying my previously occupied room. There was no service maintenance that made the room unavailable for the night. This experience has truly affected my perception of your brand. I truly expected the guest relations agent to handle my issue with much greater proactivity and concern... especially in light of the actions of the hotel and general manager. Having to stay at another hotel was burdened by the fact that the front desk agent had already authorized my card for $600, the equivalent of 6 nights stay. The unavailability of my funds to use towards a different hotel yet burden that I had to overcome for a sorrowful weekend that I did not expect.
- Official Description (provided by the hotel):
- Holiday Inn Express Newport News offers Free Hot Breakfast, Free WiFi in a great location right across from Ft. Eustis and less than 10 miles from Busch Gardens/Williamsburg, Jamestown and Yorktown. Visit today and Experience True Hospitality! ... more less
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- Also Known As:
- Holiday Inn Express Newport News Hotel Newport News
- Holiday Inn Newport News
- Newport News Holiday Inn